... of retail crowding on customer relationship management (CRM). This research aims to understand the underlying processes driving the effect, and it explores potential moderators that may mitigate the negative effects on consumer satisfaction. Design/methodology/approach This research employs a meta...

..., future patronage intention (FPI) and word-of-mouth (WoM) in a hypermarket context. Additionally, the study examines if these relationships are contingent upon gender and shoppers’ perception of retail crowding. Design/methodology/approach The proposed models and the hypotheses were tested using...